TalkTalk most complained about ISP....again

TalkTalk was the most complained about ISP between April and June this year, according to Ofcom.

However, Ofcom reveals number of complaints has decreased

Email this to a friend

Characters remaining:

What is A + B?

TalkTalk was the most complained about ISP between April and June this year, according to Ofcom.

Research by the regulator, which looked at telecoms providers with a four percent or above market share and at least 30 complaints a month, revealed it received 0.58 complaints per 1,000 customers in Q2 of 2011. However, Ofcom did acknowledge that there had been an improvement in their performance on last quarter with complaints falling from 0.81 per 1,000 customers.

BT Retail was named the second most complained about ISP with 0.47 complaints per 1,000 customers while Orange took third place with 0.37 complaints. Virgin Media was the least complained about ISP with 0.15 complaints per 1,000 customers.

When it came to landline service, TalkTalk was also rated the worst provider with 0.8 complaints per 1000 customers, although once again complaints had fallen 1.16 per 1,000 in Q4 of 2010 and 1.12 in Q1 of 2011.

BT Retail and Sky were named the second most complained about firms with 0.25 complaints per 1000 customers each while Virgin Media followed with 0.15.

3 was the most complained about mobile broadband provider, with 0.14 complaints per 1,000 customers and with 0.02 complaints per 1,000, O2 was the least complained about.

Ofcom said the increase in complaints against 3 appears was driven by issues regarding disputed charges and customer service.

TalkTalk said it was encouraging that Ofcom's data demonstrates, following the Tiscali integration, the service offered has significantly improved in the last quarter with the number of complaints as a percentage of customers dropping by over 50 percent.

"We're simplifying our business for the benefit of our customers and calls to our customer services teams are down 40 percent from this time last year. We're also connecting new customers much more quickly and efficiently, last year it took an average of 23 days, today a customer will be connected in 14 days (which is the minimum allowed due to the cooling off period)," the ISP said.

"We're committed to providing good service alongside our best value and, while we clearly still have lots to do, we're confident that our customers are beginning to see the benefits of the changes we continue to make.'

Trending Stories

Comments

Maccyroo said: Comments,Maccyroo,I cannot believe that TalkTalk have the nerve to say "it's encouraging" that Ofcom say the percentage of their customers complaints have reduced. Especially when they are STILL the most compalined about service!! I was nearly driven mad by the way TalkTalk continued to raid my bank account despite the fact that I no longer had any adsl service at all as I had moved all services to Virgins cable service [including phone line]. Even though they said they records of my calls to them cancelling my service they said they only logged the dates and times of the calls "not what was said during them". So they had records that I had called on 1st November, 9th November, 26th November etc.... And my Virgin service started on 7th November. I phoned on 1st November to give them 6 days notice that I wished to cancel all my services with effect from 7th. I wasn't even under contract so by rights I only had to give them 24hrs notice.So what they think I phoned for on the 9th and 26th???? Did they think i'd called to say "well I've got all my services with Virgin now [I even had the number transferred on 7th] but i like you so much much I want to continue paying you for service I don't have or need". They IDIOTS. Despite countless more calls and letters over the next 6 months they continued to behave like a brain damaged mollusc.They never repaid a penny of the over charges either, i got it back from my bank!TalkTalk have been fined over £3million pounds for the crap service and overcharges they masde to countless innocent victims like me and they are STILL the most compalined about ISP and they think thats something to be proud about??If I pick up a gun and shoot three innocent bystanders and spend 10 years inside and then come out and shoot two more. Should I expect the judge to give me a lenient sentence when I say in my defence "well IT'S ENCOURAGING, I didn't shoot as many as last time.What is the world coming to when companies like TalkTalk can continue to rip people off with overcharges, charges for terminated services and basic customer service and have the gaul to say the equivalent of "were getting better" as ift's an accomplishment.Rather than being satisfied with a MARGINAL IMPROVEMENT why aren't Ofcom fining them another £3million for STILL being the worst?? The world has gone mad.... almost as mad as TalkTalk have made ME!!